Contact centre

Contact Centre Solutions

Alteram Solutions provides multilingual inbound and outbound call centre solutions that cater to the 11 official languages in South Africa. We deliver consistently professional interactions on behalf of our clients, helping them to retain and recapture customers, grow their revenues, gauge employee and client sentiment and perform administrative customer services.
Our inbound solutions include customer care and technical helpdesk, product or service information, general enquiries and complaints handling whilst our outbound solution includes follow-up calls, debt collection, market research and surveys.
Alteram’s inbound channel makes use of voice, SMS, email and live chat interaction whilst the outbound channel utilises voice, email and SMS. Our multichannel contact centres gives clients the flexibility to choose the method of contact that makes the most sense for them at any given time. Alteram also provides turn-key call centre facilities such as agent workstations, network room infrastructure, computers and printers. We also offer recruitment and training of call centre agents on all aspects of computer literacy, customer relationship management, telephone etiquette as well as SAP systems training.
Features of our contact centre offering include:

• Case Management

Integrated C4C and multiple channel interfaces permit efficient management of tickets from inception through to either first call resolution, assignment to subject matter experts or escalation to senior management. With our Case Management Solution, the quality of all interactions is audited to ensure high levels of efficiency and standardisation of customer experience. Frontline consultants are cross-trained to deal with all categories so that customers can re-assign tickets speedily and correctly.

• Self Service

Our Self Service solution offers customers the option of logging new tickets or querying existing tickets through our web channel or telephony Interactive Voice Response (IVR) facility. The use of this self-service interactive tool assists in reducing the number of inbound calls thereby alleviating the high call volume burden placed on our contact centre consultants.

• Outbound Campaign Management

Campaign briefs provided by our clients enable agents to proactively select target customers and communicate specific messages en-masse. Examples of campaigns that our contact centre manages include payment reminders, marketing information or general information to name a few. We provide the following outbound channels: voice, SMS, email and social media.

• Back-end System Integration

The situation we find with most customers is that information is resident on multiple systems and in various formats. Instead of accessing multiple systems to service customer queries we create a single view of all information for our contact centre consultants. This ensures a better customer experience and enables the First Call Resolution (FCR) process.

• Information Management

Access to client proprietary information can be made readily available to both contact centre agents as well as customers directly via our web channel. By accessing information online, customers and agents are much more informed of account statuses and other pertinent information.

• Knowledge Management

Knowledge management is the strategy and processes designed to identify, capture, structure, leverage, and share an organization’s intellectual assets to enhance its performance. The two critical activities which is to capture and document all our processes and procedures and disseminate this for use within the contact centre. We also capture articles and processes provided within our client organisations. Customers expect to digitally be able to initially try and obtain the information on their own (via knowledge bases). If unsuccessful they then engage with one of our contact centre consultants.

• Analytics and Business Intelligence

Business intelligence (BI) is a technology-driven process for analysing data and presenting actionable information to help executives, business managers and other end users make more informed business decisions. Our BI solution encompasses a wide variety of tools, applications and methodologies that enable data collection from internal systems and external sources, prepare it for analysis, develop and run queries against the data, and create reports, dashboards and data visualizations to make the analytical results available to decision makers as well as operations persons.